In today’s rapidly evolving digital landscape, the ability to deliver exceptional experiences—both for customers and employees—has become a defining factor for business success. At the forefront of this transformation are the Chief Experience Officers (CXOs) of Publicis Sapient, who are redefining what it means to lead with experience at the core of digital business transformation. Through visionary leadership, innovative solutions, and a relentless focus on human-centered design, Publicis Sapient’s CXOs are setting new standards for customer-centricity across industries.
Publicis Sapient’s commitment to experience leadership is embodied by its CXOs, including Abby Godee and Jennifer Kilian. Abby Godee, appointed as Chief Experience Officer in 2022, brings over 25 years of global expertise in experience design and innovation. Her leadership is rooted in a belief that transformative experiences must address the increasingly complex needs of people in a digital world—whether they are customers, users, or employees. Godee’s approach emphasizes talent development, diversity, and interdisciplinary collaboration, ensuring that the Experience team is empowered to deliver integrated solutions that drive meaningful impact.
In 2024, the appointment of Jennifer Kilian as Co-Chief Experience Officer further strengthened Publicis Sapient’s experience capability. Kilian, with a distinguished background in design, innovation, and digital business creation across leading organizations, co-leads the experience function alongside Godee. Together, they are accelerating growth in design and innovation, driving forward strategies that elevate the quality of products, services, and experiences for clients worldwide. Their combined expertise ensures that experience sits at the heart of Publicis Sapient’s SPEED model—Strategy, Product, Experience, Engineering, and Data & AI—enabling holistic digital business transformation.
Publicis Sapient’s approach to experience leadership is distinguished by its seamless integration of design, technology, and data. The company’s SPEED capabilities empower clients to reimagine their businesses, leveraging the disruptive powers of technology and design to create experiences that are not only innovative but also deeply human. This integration is evident in the way Publicis Sapient partners with organizations to deliver end-to-end transformation—from strategy and consulting to engineering and data-driven insights.
A hallmark of this approach is the use of artificial intelligence (AI) to drive experience transformation. Publicis Sapient’s collaboration with Amazon Web Services (AWS) exemplifies how advanced AI and machine learning technologies are harnessed to build personalized customer experiences at scale. By leveraging platforms like Bodhi—an enterprise-ready AI/ML platform built on AWS—clients can deploy and scale generative AI use cases with confidence, flexibility, and control. These solutions enable businesses to create and scale digital assets, optimize customer journeys, and deliver measurable business impact.
Innovation in experience is not just a vision—it is a reality delivered through award-winning platforms. One standout example is the Renault Plug Inn platform, a peer-to-peer solution that connects electric vehicle (EV) drivers to a network of home and business charging stations across France. This platform exemplifies how Publicis Sapient’s experience leaders combine design thinking, technology, and data to solve real-world challenges and create new value for customers. By enabling seamless access to charging infrastructure, Renault Plug Inn enhances the EV ownership experience and supports the broader transition to sustainable mobility.
Publicis Sapient’s experience leadership extends across industries, from automotive and retail to healthcare and financial services. The company’s expertise has been recognized by leading industry analysts and clients alike. Publicis Sapient has been named a Leader in the Gartner Magic Quadrant for CRM and Customer Experience Implementation Services, as well as in the Forrester Wave for Global Digital Experience Agencies. Clients consistently commend Publicis Sapient for its action orientation, ability to drive measurable value, and its collaborative, innovative mindset.
The impact of experience leadership is also evident in the company’s global reach and delivery model. With over 20,000 people in more than 50 offices worldwide, Publicis Sapient partners with organizations to create and sustain competitive advantage in an increasingly digital world. Its agile, data-driven approach equips clients for change, making digital the core of how they think and operate.
As digital transformation accelerates, the role of experience leaders at Publicis Sapient continues to evolve. Abby Godee and Jennifer Kilian are not only shaping the future of customer experience but are also redefining the employee experience—ensuring that teams are empowered, diverse, and equipped to solve the most important challenges facing businesses today. Their leadership is driving a culture of curiosity, experimentation, and continuous learning, positioning Publicis Sapient as a trusted partner for organizations seeking to thrive in the digital age.
In summary, the evolution of experience leadership at Publicis Sapient is a testament to the power of visionary CXOs, integrated capabilities, and a relentless focus on human-centered innovation. By combining design, technology, and data, Publicis Sapient is delivering exceptional outcomes for clients and setting new benchmarks for customer-centric digital transformation across the globe.